Sheung Lau
About Sheung Lau
Sheung Lau is a Tier 1 Enterprise Service Desk professional at TELUS with a background in electrical engineering and network administration.
Professional Background
Sheung Lau currently works as a Tier 1 Enterprise Service Desk at TELUS. He has a diverse career background, including roles in technology support, engineering, and research. Previously, Lau was employed by CTV News as an Event Attendant in 2012, albeit for a short period. He has experience as a Digital Product Tech Support at Motic from 2010 to 2012 and also worked at Che Luen Electrical Engineering Co., Ltd. as a Project Engineer Assistant in Hong Kong for seven months in 2009. Earlier in his career, Lau worked as an Aneurysm Coil Sensor Researcher at UBC Microsystems & Nanotechnology Group for four months in 2008 and held multiple roles in warehousing and logistics.
Education and Certifications
Sheung Lau possesses a robust educational background. He earned a Bachelor of Applied Science (B.A.Sc.) in Electrical and Electronics Engineering from The University of British Columbia, where he studied from 2003 to 2009. Additionally, Lau completed a program focused on Network and System Administration/Administrator at the British Columbia Institute of Technology (BCIT) between 2010 and 2012. At BCIT, he also achieved the Cisco Certified Network Associate (CCNA) certification, having completed levels 1-4 of the corresponding courses. This educational foundation underpins his technical expertise and dedication to continuous learning.
Achievements and Recognition
Sheung Lau has not only excelled in his roles but has also been formally recognized for his contributions. He received a KITE award for his customer-oriented service, noted for his methodical approach that frequently resolves customer issues on the first call. Lau has also created a search query for Remedy that identifies satisfaction survey scores, which aids in improving managerial understanding of customer feedback. His dedication to service excellence is further reflected in his consistent achievement of an above-average First Touch Resolution (FTR) rate for incoming calls.
Experience in Technical Support
Sheung Lau has extensive experience in technical support roles. At TELUS, he serves as a Tier 1 Enterprise Service Desk, where his technical skills and customer service expertise play a crucial role. His prior experience includes a two-year stint from 2010 to 2012 as a Digital Product Tech Support at Motic, where he was responsible for assisting with digital products. His technical acumen is bolstered by practical skills gained during his certification courses and professional roles, making him adept at handling various technical issues.